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DELIVERY:
How do I know my order has been dispatched?
Once your order has been dispatched from our warehouse, you should receive an email* notification with shipping details i.e. courier name, date of dispatch & tracking number (where ever applicable). Delivery terms and & conditions apply.
* Provided a valid email id has been used at the time of checkout.
When will I receive my order?
Delivery times vary accordingly to location, size and weight of the parcel. Unfortunately, not all the shipping services are trackable, hence if your order has been dispatched via Royal Mail 48 or Secured Mail, it should ideally be delivered within 3-5 working days post-dispatch. Royal Mail 24, Secured Mail, Hermes, DX, DPD, UPS are all trackable services. If your order was dispatched with one of the trackable services please use below links to track the status of your order:
Royal Mail - https://www.royalmail.com/track-your-item
Secured Mail - https://www.securedmail.co.uk/
DX - https://www.dxdelivery.com/consumer/my-tracking/
DPD - http://www.dpd.co.uk/
UPS - https://www.ups.com/tracking/tracking.html
Hermes - https://www.hermesworld.com/en/
I didn’t receive any tracking details for my order although it shows dispatched. What shall I do?
If you have used a valid email id at the time of checkout sometimes it’s worth checking your JUNK folder. If you still can’t find email with dispatch details please feel free to contact us via telephone or email and one of our customer service advisors will be happy to help you with the dispatch details.
What if there is a problem with my delivery?
Ideally the carrier service company i.e. Hermes, UPS, DPD, DX etc, should be able to guide you or provide you with information relevant to your order, however at times they may ask you to contact the sender of the parcel. In such cases feel free to contact us to help you resolve the delivery issues, if any.
I have not received my order, what should I do?
Please refer to the dispatch details to check what carrier was used to deliver your order. If its Royal Mail 48 or Secured Mail, please contact your nearest Royal Mail Delivery Office to find out if they have your order. For all other couriers you should be able to track the status online.
How do I qualify for free delivery?
We offer free shipping on most of the items getting delivered to UK Mainland postcodes. Please refer to shipping policy for further details. If you are ordering in bulk (i.e. minimum order value £500), please contact us to help you minimize the shipping cost or look at other possible alternatives.
Can you deliver on weekends?
Yes, we offer Saturday delivery, however there would be an additional charge for the same subject to size and location.
Can I collect goods directly from your shop?
Yes, you can collect goods from our warehouse. Please check opening hours in contact us page.
Can I request for my order to be left somewhere if I am out when it is delivered?
Unfortunately, it will not always be possible for us to leave instructions for the courier, as we are unable to guarantee the instructions will be followed, hence its best to leave instructions at your end.
ORDER:
Can I order specific colour/style?
We try out best to provide our customers with as much selection options as possible for enhanced shopping experience, however sometimes we are not able to provide options like specific colour/style selection and hence in such cases it would be mentioned in the listing that “This item is picked at random and cannot guarantee if you would receive a specific colour or style”.
Can I cancel/amend my order after I have paid for it?
If you would like to cancel/change any details or items in your order, please contact us immediately before it gets dispatched, Unfortunately, we won’t be able to cancel/amend anything if your order has been already dispatched. Additionally, if you want us to recall the parcel, kindly note that there might be additional charges for that.
Can I change the delivery address for my order?
Yes, provided your order has not been already dispatched. Kindly note that we cannot amend any order details once your order has been dispatched from our warehouse. Please note that couriers charge us for redirecting orders to a different address, hence you must be willing to pay for the same, if you would like to redirect your order. Kindly note that Vinsani reserves the right to accept or deny this service to abide by trading standards.
When will out of stock products be available again?
If a product is showing “out of stock” and a due date has not been shown, please contact us and we may be able to advise you on available dates.
Can you provide a VAT invoice?
Yes, please send us an email requesting an invoice, we can quickly issue an invoice for your order via email. Please provide us with your order details eg. Name, order date, Postcode or order id to help us identify your order.
How can I pay for my order/what are the payment options?
Please refer to our payment policy for further details. We offer a variety of convenient payment options eg. Credit/debit card, PayPal, PayPal credit, Stripe, Bank transfer.
Do you provide Gift Wrap service?
Unfortunately, we do not provide gift wrap service at this time.
RETURNS & REFUNDS:
What is your returns policy?
We hope that you love our products as much as we do, but if for any reason (other than faulty or damaged) you are unhappy with any item purchased through our website, then please contact us within 30 days of receiving your order and our customer service team member would be able to assist you. Kindly note that any faults or damages have to be notified within 7 days of item being received by you.
I have returned my parcel, when will I receive refund?
Our returns team aim to process all the returns within 3 working days of parcels being delivered to us. All such order details are then passed on to our accounts team who issues a partial/full refund as applicable/agreed with customer within 2 working days. Hence, once your returned parcel has been delivered back to us, you can expect a refund to be processed from our end within 3-5 working days. Depending on the payment method used to pay for the order, sometimes it can take up to 7-10 days for the refund to show on your account.
Can I return an item for an exchange instead of a refund?
We wish to offer our customers with a quick and efficient service; hence we recommend you place a new order for the desired product as this will mean not having to wait for the returned items to be received and processed first. However, if you are happy to wait, we can offer you an exchange provided its of same value.
What do I do if the item I have received is faulty, damaged or not the one I ordered?
We request our customers to check for any outer packaging damages at the time of delivery. If you do notice any such damage, either reject the delivery or sign it as “Received Damaged”, and contact us immediately to help us assist you through the process. However, if there are no signs of outer damage, we still request customers to open and check the product within 7 days of it being delivered. And notify us, if there are any faults or damages or if the item you have received is not what you ordered. Kindly note that we highly recommend you take photos of any physical faults for reference. Additionally, please note that this does not affect your statutory rights.
Can I request a refund to a different card?
We can only issue a refund to the original payment method you have used at the time the order was placed for security reasons.
OTHER:
Site security
Our site is fully SSL secured. There is a padlock sign shown at the front of our website URL.
How to contact us?
You can contact us by visiting our Contact Us page.
Having problems using the site?
If you are having any issues using the site, please try refreshing your browser by clicking the refresh button on your toolbar at the top of the browser window. If you are still having difficulty please try closing your browser window then reopening it.
If the problem still persists please contact us.
Special offers and Discounts?
Once you have made an account with us, you can subscribe to our newsletter just by entering your preferred email address in the box underneath “Join our Mailing List” and press enter from your keyboard or press “Join” tab using a mouse. This will inform you of our offers and discounts. You can also email us for more information.
Who can purchase from the website?
To purchase our goods you must be over the age of 18. To see the full terms and conditions please click here.
Drop Shipping
Our products have minimum order box quantities. To become a drop shipper for Vinsani Ltd. you must be a registered business.
Large Quantity/ Trade Orders
If you would like us to source/import a product for you, we can provide quotes on pallet/container quantities. We can source any type of product whether or not we are currently supplying the item! For more information, contact us here.
Orders Beyond The UK
We currently supply to customers around the world. If you want to export our goods, please get in touch here.
